Last Updated: November 13, 2024
1. Our Commitment to Satisfaction
At Y & S Appliance Repair, we stand behind our work and are committed to complete customer satisfaction. If you are not satisfied with our service, we will work with you to make it right.
2. Service Refunds
Refunds for repair services are considered on a case-by-case basis and may include:
Partial Refunds
- If the repair does not resolve the issue after multiple attempts
- If additional unexpected costs were not properly communicated
- If service was significantly delayed without proper notice
Full Refunds
- If the service was not performed as described
- If the technician did not show up for the scheduled appointment
- If the appliance was damaged due to technician error
3. Parts and Materials
Parts and materials charges are generally non-refundable once installation has begun. However, we offer:
- Exchange of defective parts at no additional cost
- Credit toward future services for unused parts (within 30 days)
- Full refund if the part was incorrect or not needed
4. Warranty Coverage
All repairs include a 90-day warranty on both parts and labor. This warranty covers:
- Defective parts replacement at no additional cost
- Labor for warranty-related repairs
- Diagnostic fees for warranty claims
The warranty is void if:
- The appliance is improperly used or maintained
- Unauthorized repairs are performed
- Damage occurs due to customer neglect
- Water damage from customer delay in addressing issues
5. Cancellation Policy
Service cancellations are subject to the following fees:
- More than 24 hours notice: No fee
- 12-24 hours notice: $25 administrative fee
- Less than 12 hours notice: $50 cancellation fee
- Same-day cancellation or no-show: Full service fee
6. Emergency Services
Emergency service fees are non-refundable once the technician has arrived on-site and assessed the situation. However, we will provide:
- Credit toward future services for emergency calls that don't require service
- Partial refund if the issue was misdiagnosed as an emergency
- Waived fees for false alarms due to our error in assessment
7. Diagnostic Fees
Diagnostic fees may apply in certain situations:
- Complex diagnostic procedures requiring specialized equipment
- Multiple service calls for the same issue
- After-hours or holiday service calls
Diagnostic fees are waived if:
- The issue is covered under an existing warranty
- We performed the original repair that failed
- The customer has a valid maintenance agreement
8. Maintenance Agreements
Customers with maintenance agreements receive priority service and additional protections:
- Waived diagnostic fees for agreement holders
- Discounted repair rates (20% off standard pricing)
- Priority scheduling for all service needs
- Extended warranty coverage (180 days instead of 90)
- Free emergency service assessment
9. How to Request a Refund
To request a refund or discuss service concerns:
- Contact our customer service team within 7 days of service completion
- Provide your name, contact information, and service details
- Explain the issue and desired resolution
- We will investigate and respond within 3 business days
- Appeals can be made to our management team if needed
10. Processing Time
Refund processing times vary by payment method:
- Cash payments: Refunded immediately or by check within 5 business days
- Credit card payments: Processed within 5-7 business days
- Check payments: New check issued within 10 business days
- Electronic payments: Refunded to original account within 7 business days